Does "best common" imply that there are more than two common substitute terms for these? (assuming the expression "term" is at least an adequate substitute for the term "expression", if not the best common expression for it.)_________________"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

Or is there a metaphor hidden in your contribution?_________________"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

I've been racking my brain over the relative merit of "term" vis a vis "expression".

Don't tell me I've been wasting my time._________________"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

Does "best common" imply that there are more than two common substitute terms for these? (assuming the expression "term" is at least an adequate substitute for the term "expression", if not the best common expression for it.)

I am sorry for ambiguous question. English is not my native language.

I am looking for the best collective term which includes ALL 3 type of terms listed below:
- Incident
- Service Request
- Request for Change (RFC)

thanks Míra

Last edited by MiraH on Mon Mar 08, 2010 6:48 pm; edited 1 time in total

I am looking for the best collective term which includes ALL 3 type of terms listed below:
- Incident
- Service Request
- Request for Change (RFC)

They are not easily subjected to a collective term because incident is not a request (incident request - that's an idea!).

Even if you mean the reporting of an incident, that is still not very like a request.

There are at least two distinct concepts of service request, one of which is really the same thing as a change request (new service request), otherwise service request and change request are also very different animals.

I believe some service desk software likes to lump all communications into a global category and this would satisfy your question (conditional that you mean report of incident when you say incident). However they do not always use the same term. Older ones (I'm guessing) would call everything an incident, while newer ones (I'm still guessing) might call everything a service request on the basis that you can (logically, but not usefully) consider incident reports and change requests as requests for specific "services".

In both cases (and any others) they force you to sort it out meaningfully at a lower level. For my money it is better to classify the top level access to the service desk as a communication and break it down below both for type of communication and medium of communication._________________"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

Okay. Good précis, Timo _________________"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

(English is also not my first language. I was born in an English speaking country but it was not spoken at home. So I understand the confusion that non English speakers may have)_________________DYbeach
ITIL V3 Release, Control & Validation,
ITIL V3 Operation SUpport & Analysis
PMI CAPM (R)

"In times of universal deceit, telling the truth will be a revolutionary act." George Orwell

As we receive about 70% entries via Service desk application, 20% via email, and 10% via phone is the suitable collective term for {Incident, Service Request, Request for Change } "ticket"?

Would sound the sentences below "natural" in (business) English?
" ... Dear client I am about to discuss with you the ticket ..."
" ... I have just changed the type of your ticket from "Service request" to "Request for Change" ..."
" ... I am sorry I have to decline your ticket as it was found unsubstantial ..."

------

Some people suggested "issue", but the others claimed that "issue" evokes problem (not ITIL term "problem"), and consequently problem evokes term "incident". Any ideas about that?